topic Re: Laptop not connecting to 5Ghz in Fibre

Laptop not connecting to 5Ghz

Sunflower5 — Tue, 10 Sep 2024 20:07:38 GMT

Laptop was working fine, then recently it only locked into the 2.4Ghz network band. Rather than using 5Ghz.

Have tried everything mentioned in a previous post such as changing network preferences etc.

What was the fix for this?

Re: Laptop not connecting to 5Ghz

KeithFrench — Tue, 10 Sep 2024 21:33:23 GMT

I did see something briefly when you were using someone else's thread, please can you confirm the router that you are using & what 5GHz channel it is on?

Re: Laptop not connecting to 5Ghz

Sunflower5 — Wed, 11 Sep 2024 06:41:23 GMT

Hi,

Eero 6.

2.4Ghz channel 6, control channel 6.

5Ghz channel 155, control channel 161.

Re: Laptop not connecting to 5Ghz

KeithFrench — Wed, 11 Sep 2024 07:29:35 GMT

That is the problem then. Unless you have new high spec devices, they cannot work on such a high 5GHz channel.

There is a patch for this & I will ask TalkTalk to get it applied for you.

Re: Laptop not connecting to 5Ghz

Anonymous — Wed, 11 Sep 2024 07:33:23 GMT

Morning,

Can you please update your community profile to include your:

Name
Telephone number or Account number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Laptop not connecting to 5Ghz

Anonymous — Wed, 11 Sep 2024 07:33:38 GMT

Thanks @KeithFrench

Michelle 🙂

Re: Laptop not connecting to 5Ghz

Sunflower5 — Wed, 11 Sep 2024 08:15:33 GMT

Hi @Anonymous

I've updated the requested info now.

Thanks for looking into this.

Re: Laptop not connecting to 5Ghz

Anonymous — Wed, 11 Sep 2024 08:29:29 GMT

Hello again,

Thank you. I've raised this over to our Devices Team now and have asked them to apply the fix. I will post back to confirm as soon as this has been completed.

Thanks

Michelle

Re: Laptop not connecting to 5Ghz

Sunflower5 — Wed, 11 Sep 2024 14:50:05 GMT

Hi @Anonymous

Do you have a contact for the devices team that I would be able to speak with?

Re: Laptop not connecting to 5Ghz

KeithFrench — Wed, 11 Sep 2024 14:53:42 GMT

Sorry, there isn't. Your only contact with the Devices team is via the TalkTalk staff on this forum, such as @Anonymous.

Re: Laptop not connecting to 5Ghz

Anonymous — Thu, 12 Sep 2024 06:19:08 GMT

Morning,

As Keith has advised, unfortunately not, but I will keep you updated as soon as the team come back to me. It can take a few days for the fix to be applied as we have to raise this over to eero.

Thanks

Michelle

Re: Laptop not connecting to 5Ghz

Sunflower5 — Thu, 12 Sep 2024 14:09:19 GMT

Hi @Anonymous

Please let me know if this could be expedited in any way. Require to use the laptop for work purposes and are currently unable to.

It was previously working all this time, which makes it very odd that it has started with this issue now.

Are you able to send through replacement equipment before this weekend?

Will there be any compensation for this issue?

Re: Laptop not connecting to 5Ghz

Karl-TalkTalk — Thu, 12 Sep 2024 14:16:42 GMT

If the laptop has an ethernet port, you can connect via ethernet.

The fix itself is applied by Eero directly so our devices teams have logged the case to them. we are unable to expedite this, but will confirm as soon as they come back to us.

Thanks

Karl.

Re: Laptop not connecting to 5Ghz

Sunflower5 — Thu, 12 Sep 2024 14:34:05 GMT

Hi @Karl-TalkTalk

Been reading around the forum a little on this topic and seems like this has been happening to others for around a year or more.

Is this something the Eero 6 Pro can resolve?

What is talk talk doing about this as it appears to be a recurrent issue with a lot of customers?

Re: Laptop not connecting to 5Ghz

Karl-TalkTalk — Thu, 12 Sep 2024 14:39:07 GMT

This has been flagged to eero directly and they are working to resolve this in a future update. This only affects some older devices.

Thanks

Karl.

Re: Laptop not connecting to 5Ghz

Sunflower5 — Thu, 12 Sep 2024 15:37:39 GMT

Hi @Karl-TalkTalk

What counts as an older device? Think I only received my Eero 6 in March/April 2024 of this year.

Re: Laptop not connecting to 5Ghz

ferguson — Thu, 12 Sep 2024 15:48:50 GMT

It's not the eero as such, it is devices that you currently have which obviously cannot connect in the higher range of the 5GHz band.

Re: Laptop not connecting to 5Ghz

Billx — Thu, 12 Sep 2024 16:47:32 GMT

I don't understand why you are giving Eero a pass. It seems they are like a bull in a china shop, assigning channel 155 without thought, rather than a lower channel, and also not simply allowing the user to set a different channel. Besides not everyone can dispose of their older equipment, to adjust to Eero.

Bill

Re: Laptop not connecting to 5Ghz

Chris-TalkTalk — Fri, 13 Sep 2024 05:59:06 GMT

Hi Sunflower5,

As ferguson has said, it's the device connected to the eero being referred to, not the eero itself. We'll let you know when we have any more information

Chris

Re: Laptop not connecting to 5Ghz

Sunflower5 — Sun, 15 Sep 2024 21:52:41 GMT

Hi @Anonymous ,

Is there any update from the devices team?